Junior IT Systems Engineer; T1

Overview

IT Systems Engineer (T1) Exciting opportunity to join our Client in the IT industry for a IT Systems Engineer (T1), based in Cape Town. The primary role of the IT Systems Engineer (T1) is responsible for providing technical support and assistance to all Company’s clients. The IT Systems Engineers may interact with customers by phone or in-person to identify and diagnose issues, categorize and record reported queries and provide solutions.

The IT Systems Engineers will advise users on appropriate course of action, monitor issues from start to resolution and deal with escalations when required.

• Compliance with the Ticket Lifecycle Management: focus areas include, but are not limited to:
  • Respond to logged tickets, and log ticket if no ticket exists.
  • Ensure tickets are classified & prioritized accurately.
  • Ensure time entries are captured accurately, consistently, and timeously.
  • Ensure ticket SLA and hours logged compliance.
  • Provide regular and timely updates to all parties (internal and external) on incident statuses.
  • Ensure quality communication and that updates and resolutions meet stakeholder requirements.
• Essential Technical
  
  Competencies:
  
  focus areas include, but are not limited to:
• Operating Systems:
  Strong understanding of Windows 10/11 and Microsoft Office Suite;
  Basic understanding of macOS and Linux
• Hardware:
  Proficiency in troubleshooting and configuring desktop computers, laptops, printers, and other peripherals;
  Knowledge of basic networking concepts (TCP/IP, DNS, DHCP)
• Software:
  Familiarity with RMM tools;
  Experience with ticketing systems;
  Basic understanding of Active Directory and Group Policy
• Networking:
  Knowledge of network infrastructure (switches, routers, firewalls);
  Experience with basic network troubleshooting (ping, trace route, IP configuration)
• Security:
  Understanding of basic security principles (passwords, malware, phishing);
  Awareness of common security threats and best practices
• Scripting:
  Basic scripting knowledge (e.g., Power Shell, Bash) for automation
• Cloud Technologies:
  Familiarity with cloud concepts (e.g., SaaS, IaaS, PaaS);
  Experience with cloud-based services (e.g., Microsoft 365, Google Workspace)
• Diagnose and resolve core IT problems efficiently:
  Accurately diagnose and troubleshoot a wide range of technical issues;
  Maintain up-to-date technical skills;
  Continuously develop technical knowledge and proficiency relevant to Company’s service offerings and stay current with evolving technologies.
• Escalations: focus areas include, but are not limited to:
  • Quickly and accurately identify P1 and P2 Incidents and/or account escalations, initiating an immediate response.
  • Notify relevant stakeholders. Communicate updates consistently and regularly (for Major incidents, updates should be at least hourly).
  • Provide root cause analysis for major incidents in the form of a Major Incident Report.
• Customer Service: focus areas include, but are not limited to:
  • Deliver exceptional and professional client support:
    Provide prompt, courteous, and professional support to all clients while adhering to established communication protocols and escalation procedures.
  • Communicate effectively with clients:
    Clearly explain technical concepts to clients in a way that is easy to understand and maintain clear documentation of issues and resolutions.
• Field Support: focus areas include, but are not limited to:
  • Compliance with customer rules, processes and procedures while attending to work at customer offices.
  • Compliance with Company’s Onsite Statement of Work (SoW).
• Efficiency and Productivity: focus areas include, but are not limited to:
  • Manage workload effectively and meet established deadlines:
    Prioritize tasks efficiently, meet established deadlines for ticket resolution and proactively manage workload to avoid bottlenecks.
  • Continuously improve personal work processes and contribute to team success:
    Proactively identify opportunities to streamline personal workflows and contribute to overall team efficiency.

• Risk Management:
  
  Identify, log, and communicate risks. Collaborate with stakeholders to develop mitigation strategies.
• Knowledge…